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PAYOUT DECLINED NO REASON GIVEN

Dear BETTY,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem, but I will definitely need more information in order to help. Have your winnings been confiscated? Or have your winnings been returned to your balance after the withdrawal was canceled?

Have you made any successful withdrawals before?

Have you tried contacting the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I HAVE SPOKEN MANY TIMES BY PHONE TO JORDAN BY PHONE REAUESTING TO SPEAK TO A MANGER BUT WAS NEVER ABLE TO SPEAK TO A MANGER.

THIS WAS MY FIRST TIMES PLAYING AT THIS CASINO WHICH HAD A GOOD REVEIW

Thank you for your reply, BETTY. I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

MY WINNIG HAS BEEN TAKEN MY WINNING WAS NOT TRANFER TO MY ACCOUVT THY TOOK MY WINNING . MOST TIME TIMES WHEN YOUR WINNING ARE DECLINEDTHEY TRANFER YOUR WINNIG BACK TO YOUR ACCOUNT MY WINNING WAS NOT TRANFERED TO MY ACCOUNT THEY SAID THEY PUT MY MONEY THEY I DEPOIST BACK ON MY CREDIT CARD

Have you accumulated your winnings with or without an active bonus? Do I understand correctly that the casino has issued a deposit refund?

It would be really helpful if you forwarded me any written communication between you and the casino. My email address is kristina.s@casino.guru. Thank you in advance.

EACH TIME I TRIED TO SEND YOU A EMAIL IT DID NOT GO THOUGH SO I SENT ALL EMAILEDTO COMPLAINT AT CASINO GURU WITH ATTENTION TO YOU . I HOPE YOU GET THEM. .YES THEY REFUNED MY DEPOISTEDBACK TO MY CARD AND KEPT MY WINNING WHICH THAT HAS NEVER HAPPENTO ME USSUAL WHEN PAYMENT ARE DECLINED THEY PUT YOUR WINNING BACKINTO YOU ACCOUNT .

So I have found your emails and I clearly see that the casino informed you that the reason why they canceled your winnings is that you requested chargebacks in the past:

Could you please clarify this?

NEVER REAUESTED CHARGE BACK . THIS WAS THE FIRST TIME THAT I PLAYED AT THIS ONLINE LINE CASINO . I ONLY MADE ONE DEPOIST . I WON WITH ONE DEPOIST . I DONT UNDERSTAND THESE CHARGE BACK THEY ARE TALKING ABOUT.

I HAVE BEEN PLAYING ONLINE ALONE TIME AND NEVER REQUESTED A CHAGERBACK FROM ANYONE. THIS IS REALLY THE 2ND TIME THAT I HAVE HAD PROBLEMS WITH ANY CASINO .

THE OTHER TIME I HAD PROBLEM WITH SLOT MADNESS CASINO AND FILERD A CLIAIM WITH ASK GAMBLERS WITH NO RESULT AND GAVE UP. NO WIHDRAWL FROM THIS CASINO FIRST TIMES PLAYING THEM AND THEY HAVE GOOD REVIEWS

DEPOIST ON 03/20/ I WAS JUST LOOKING AT MY HISTORY WITH THIS CASINO IAND I SAW ALL THIS CHARGEBACK REQUEST ON MY HISTORY WHICH I NEVER REQUESTED THE ONLY THING I REQUESTED WAS A PAYOUT . AND I MAKED ONE DEPOIST FOR 50.00 ON 03/20/2022 AND A PAYOUT REQUEST . NO CHARGEDBACK WAS REQUESTED. ASK FOR A COPY OF MY HISTORY WITH THIS CASINO THEY HAVE ALL THESE CHARGED BACK THAEY I REAQUESWD WHICH WAS NOT TRUE. MY WINNIG WAS TAKEN FROM ME . AT OTHER CASINO WAS MY WINNING WAS DECLINED FOR ANY REASON THE MONEY WAS PUT BACK INTO MY CASINO . THEY DID NOT DO THAT HERE .I DO NOT KNOW WHY.

We have seen a few cases where bank/payment provider has requested the chargeback without the player's consent. Have you tried contacting the bank for an explanation? Could you please advise what deposit method you used?

USED MASTERCARD NO CHARGEDBACK REQUESTED NO OTHER CASINO EVER TOLD ME ANYTHING ABOUT CHARGEDBACK BEEN PLAYING ONLINE OVER 10 YEARS ON MY HISTORY PAGE WITH THIS CASINO THEY HAVE A WHOLE PAGE OF CHARGEBACK AND I ONLY MADE ONE DEPOIST FOR 50.00 WITH A MASTERCARD FRON BANK OF AMERICA

Thank you very much BETTY for your cooperation so far. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

RGEBACK Rthanks very much I HOPE TO GET THIS ISSUE RESOLVED ALSO . ONE OTHER THING I WANT TO KNOW WHAT DOES CHAEGE BACK HAVE TO DO WITH MY WINNING IF IT DID NOT INVOLVED THIS CASINO . AND I HAVE CHECKED MY BANK STATRMENT FOR FEB. MARCH AND APRIL I DID NOT SEE ANYTHING ABOUT CHARGEBACK S WHICH I STILL DO NOT UNDERSTAND HOW THIS SHOULD HAVE ANYTHING TO DO WITH MY WINNING FROM CASINO MAX. I USUALLY SAVE MY STATEMENT FOR 3 MONTHS BOTTOM LINE IS IF MY WINNING WAS DECLINEDIT SHOULD HAVE GONE BACK TO MY ACCOUNT LIKE ALL OTHER LICENIDE CASINO DO

THANKS AGAIN

Hi BETTY,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite CasinoMax to the conversation to participate in the resolution of this complaint.

Hi Betty, thanks for raising this. Looking at your case I see that you have already been in touch with our Support Team who have confirmed that our security systems have raised a flags on your personal details in relation to chargebacks/refunds in the past with other merchant or merchants. We don't get to see the details about this, but in order to protect our business it was decided that it would be best in this case to reverse your deposits and refund you the original deposits. However, you are still eligible to play using Bitcoin only as a deposit method.

U SAID YOU JUST HAPPEN TO GET THIS INFORMATIN. HAT HAPPEN WITH OTHER MERCHANTI FEEL THAT IT IS NOT YOUR BUSINESS WITH WHAT HAPPEN WITH OTHER MERCHANT . I AM ONLY CONCERN WITH YOU . WHY ARE YOU CONCERN WITH WITH WHAT HAPPEN WITH OTHER MERCHANT. I DID NOT GIVE ANY PERMISSION TO CHECK ANYTHING WITH MY ACCOUNT WITH OTHER MERCHANT . I DONT THINK THAT YOU JUST HAPPEN TO GET THIS SO CALL INFORMATION. FINE I DONT HAVE TO PLAY AT YOUR CASIN BUT I DO WANT MY WINNING AND YOU WILL NEVER HEAR FROM ME AGAIN. ALL THIS INFORMATION THAT YOU SAY YOU HAVE HAVE NOTHING TO DO WITH MY WINNING. SO THAT IS ALL THAT I WANT MY 1000 DOLLAR AND I WILL BE DONE WITH YOU . I HAVE BEEN PLAYING ONLINE FOR OVER 10 YEARS AT MANY DIFFERANT ONLINE GAMING AND I HAVE NEVER HEARD OF THIS BS THAT YOU ARE TALKING ABOUT I THINK THAT ITHIS IS YOUR SCAM

I can assure you that this is not a scam. If there is reason to believe that a player has charged back at other online casinos, then the casino is in a position to try and limit the risk to the casino. I do not have the power to pay you, nor do I have the ability to change the decision the casino has made. Your account is restricted to Bitcoin deposits only as a result of this decision.

If you wish to discuss this further, then please contact our support team that are available 24/7 for your convenience.

.FURTHERI WILL BE A THORNE IN YOUR SIDE UNTILL I GET MY WINNING . IN FACT I MIGHT JUST GET A LAWYER. SCAM THAT IS WHAT YOU ARE . SO IF YOU CAN TELL ME THE NAMES OF THESE SO CALL MERCHANTSO I CAN CHECK THIS MY SELF . WHAT WAS YOUR SERCURTY DOING CHECKING ON ME AND OTHER MERCHANT. I WLL ALSO WRITE TO YOUR LICENCE AGENT. YOU WILL NOT GET AWAY WITHTHIS FURTHER MORE I DID NOT SEE A REFUND ON MY CREDIT CARD . ALSO I WAS LOOKING AT MY HISTORY AT YOU CASINO AND SAW ALL OF THOSE CHARGEDBACK REQUEST ON THIS HISTORY PAGE WHICH I HAD NOTHER TO DO WITH SCAM . I DID NOT REAUEST ANY CHARGE BACK BUT THERE WAS A WHOLE PAGE SCAM.

Hi all,

Thank you for your replies.

Dear Betty,

We discussed this issue internally and here's the conclusion: Even though it would be ideal to check the chargeback lists of flagged players before they made a deposit and played, unfortunately, that is not an industry-standard yet. Most casinos do these checks later during verification like in your case. It is unfortunate that your winnings were confiscated, however, the casino refunded your deposit and you have the option to make deposits by Bitcoin. The casino applied the business-standard rules to protect itself so we can't penalize it for this and your complaint will be rejected. If you disagree with this decision, I suggest you contact the Curacao Gaming Authority (https://www.gaming-curacao.com/). I wish I could be of more help.

Best regards,

Peter